Disruptive change management: Navigating AI integration in large enterprises
The integration of AI is essential for large enterprises that want to innovate, stay competitive, and streamline their operations. However,...
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Enhancing customer experience: Fertitta Entertainment wins big with AI innovation
For the Fertitta-owned dining, hospitality, entertainment, and gaming brands Landry’s and Golden Nugget, success is driven by great guest experiences....
PolyAI recognized in the 2024 Gartner® Market Guide for Conversational AI Solutions Report
Customers are more discerning than ever before. As consumers, we’ve grown used to the instant gratification provided by digital experiences....
PolyAI wins Artificial Intelligence Excellence Award
We are delighted to announce that PolyAI has won Best Product/Service: Intelligent Agent at the 2024 Artificial Intelligence Excellence Awards....
The evolution of speech recognition
Speech recognition has come a long way since its early days, with rapid advancements like conversational AI reshaping communication and...
The 10 easiest utilities call flows to automate with call center voice AI
For utilities companies, a new generation of voice assistants is now available to answer customer phone calls, promising higher conversion...
Responding to the Change Healthcare hack: Strengthening healthcare security with voice AI
In the face of relentless cyber threats, even giants like UHG-owned Change Healthcare are not immune. The recent ransomware attack...
The future of customer data: What contact center leaders should know
The way contact centers use data is changing in a big way. It’s about more than just improving customer service...
Voice assistants for marketing: Your contact center as a strategic brand asset
More than ever, consumers are being pressured to buy more, share more data, express loyalty via subscriptions and introduce new...
Top CX mistakes brands need to address now
We all know that CX impacts how customers perceive brands, but many contact centers are making critical mistakes that are...
Elevating brand reputation through exceptional customer service
Your brand’s reputation is crucial in attracting and retaining customers. With rising customer expectations and the impact of social media...
8 metrics you must know to evaluate the impact of call center voice AI
When assessing the impact of call center voice AI, many companies make the mistake of reviewing metrics in isolation. You...
Safeguarding generative AI deployments: How to avoid PR challenges
Recent headlines have brought generative AI further into the spotlight. Rogue generative bots are a clear example of both the...
Why the contact center is a strategic brand asset
The contact center is a strategic brand asset, offering a unique opportunity for companies to build lasting relationships with their...
Improving customer experience in utilities: Why customer-led voice assistants are the next big trend
Voice assistants vs BPO: A case study
I have been in the contact center business for over three decades, from being an agent to leading multiple sites...
What went wrong? January’s worst customer interactions and how they could have been avoided
Sometimes customer service interactions go wrong. Maybe the customer had unrealistic expectations, maybe the agent was having a bad day,...
Five ways voice assistants can improve CX in retail
In the competitive retail landscape, achieving exceptional customer service levels is often challenging. Limited budgets and the perception of call...